Enterprise Service Desk Associate Technician (SIPRNet)

CACI•Tinker AFB, OK

1d•Hybrid

About The Position

CACI is seeking an IT professional to support the Department of the Air Force’s Enterprise Information Technology as a Service (EITaaS) contract. The role supports the transition from traditional, base-centric IT support to a centralized enterprise service model and is part of a newly established Secret Internet Protocol Router Network (SIPRNet) support team. The position provides customer service and technical support to mission-critical users and supports 24/7 operations in a secure facility at Tinker Air Force Base. Flexible scheduling may include day, evening, weekend, and swing shifts. Hybrid work opportunities may be available for unclassified operations based in Oklahoma City. The position is contingent on funding and may not be filled immediately. The role requires a high school diploma or equivalent and at least two years of technical support experience, although a bachelor’s degree in a related field may substitute for relevant experience. Applicants must be able to obtain and maintain a DoD Secret security clearance. The position is covered by the Service Contract Labor Standards (SCA), with a minimum required hourly wage of $17.75. Final pay may depend on factors including location, experience, skills, education, and certifications.

Requirements

Ability to obtain and maintain a DoD Secret security clearance.
High school diploma or equivalent and at least two years of technical support experience; a bachelor’s degree in a related field may substitute for relevant experience.
Strong verbal and written communication skills, including the ability to explain technical concepts clearly to diverse audiences.
Ability to work effectively in a collaborative, team-oriented environment.
Familiarity with service desk operations, including troubleshooting, ticket management, and customer support processes.
Experience supporting end-user devices, common business applications, and technical support tools.

Nice To Haves

Active DoD Secret clearance or higher.
Experience supporting classified computing environments.
CompTIA Security+ certification.
Experience using ServiceNow or a similar IT service management (ITSM) platform.

Responsibilities

Diagnose and resolve hardware, software, system, and application issues for end users.
Manage incidents throughout their lifecycle, ensuring timely resolution, accurate documentation, and appropriate escalation.
Maintain customer satisfaction through professional communication and effective problem-solving.
Create, update, and improve knowledge base articles to enhance self-service and support process improvement.
Use ServiceNow to track incidents, manage tickets, document solutions, and support operational reporting.
Collaborate with team members across functions to support consistent service delivery and knowledge sharing.
Participate in cross-training and professional development activities to strengthen team capabilities and operational effectiveness.